Description
The MBTA seeks a vendor to provide a smartphone‑enabled, live‑agent visual interpretation service that assists blind and low‑vision riders in navigating MBTA rapid‑transit stations. The contractor must deliver real‑time video and audio assistance, maintain rapid connection times, and support both indoor and outdoor station environments. The solution must integrate with existing MBTA accessibility programs, meet stringent security and accessibility standards, and include comprehensive reporting and SLA compliance.
• Provide trained live agents who can describe surroundings, answer navigation questions, and guide riders via a mobile app.
• Ensure average connection time ≤ 60 seconds and ≥ 90 % of calls meet this target; maintain 99.5 % service availability.
• Deliver monthly usage analytics, compliance reports (WCAG 2.1 AA, Section 508), and uphold robust information‑security certifications (SOC 2 Type 2, NIST 800‑53).